Recommendations for the People's Committee of Quang Ngai Province in Implementing the One-Stop Mechanism at the Commune-Level People's Committee

civil servants working at the One-Stop-Shop.

+ Regarding training and fostering plans and programs: Every year, the People's Committee at the commune level needs to develop a specific training and fostering plan, arrange a reasonable time to send civil servants to study and have a plan to arrange replacements so that civil servants can study with peace of mind. There should be a policy to encourage civil servants to study outside of office hours and on holidays to improve their qualifications. The Provincial People's Committee needs to have a plan to coordinate with training institutions inside and outside the province to open training courses for grassroots-level civil servants and public employees (such as coordinating with Quang Ngai Political School, Ho Chi Minh National Academy of Politics and Public Administration, Da Nang branch). It is necessary to develop training program documents in the direction of: reducing the time for presenting theories, increasing the time for practicing specialized skills such as: administrative communication skills; skills in developing administrative reform projects; skills in receiving and processing administrative records, skills in applying information technology in processing administrative records.

+ Regarding training and fostering methods: Currently, when training and fostering grassroots-level civil servants, the training method "the teacher is the center of the training process" is mainly used, so the role and position of the learner is not given due attention, while the civil servant team is the force that has been and is performing specific operational tasks, has certain experience and skills in handling professional situations. It is necessary to have appropriate teaching and training methods to promote the advantages of this team. Therefore, the training and fostering method needs to "take learners as the center", ensuring that learners participate in 2/3 of the teaching time, using active teaching methods such as: giving opinions on the board, group discussion, case studies, screening, ... with the aim of creating opportunities for the communal civil servants themselves to learn, exchange practical experiences of the locality with each other, help each other improve skills in administrative communication, improve the quality of implementing administrative reform mechanisms. Moreover, in the training process,

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In order to create and foster, short-term training courses should be opened and experienced lecturers and experts in various fields should be invited to teach so that they have the ability and qualifications to answer questions about specialized fields when civil servants need to know.

Fourth , strengthen facilities and apply information technology to implement the mechanism.

Firstly, continue to invest in building new and repairing the working headquarters of the Department of Natural Resources and Environment of some wards and communes that do not meet the standards prescribed in Decision No. 09/2015/QD-TTg of the Prime Minister.

Second, review old and damaged equipment and working means, increase funding for purchasing synchronous equipment, at the offices of the Department of Natural Resources and Environment of some wards, communes and towns, it is necessary to equip suggestion boxes, equip additional photocopiers to serve when people request photocopying of documents and papers to perform administrative procedures, equip additional filing cabinets for specialized civil servants to ensure adequate working conditions in the direction of modernizing offices.

Third, rearrange the equipment in the office of the TN & TKQ department to be neat, clean, reasonably used and convenient. To do so, civil servants in the TN & TKQ department need to be trained in the "5S " management method (sorting, arranging, cleaning, caring, and readiness).

The “5S” management method requires: each professional civil servant working at the Department of Natural Resources and Environment must perform the following work methods:

+ Sort: List all your current tools, documents, and items, then eliminate unnecessary items and keep necessary items and materials for work;

+ Arrange: To rearrange your own workplace, civil servants themselves need to review how to arrange files and items at their workplace, then decide on priority arrangement positions, prioritize files, papers,

frequently used items should be kept in easy-to-reach, easy-to-find locations; make a list of files, papers, and where they are kept;

+ Cleanliness: Always keep your workplace clean as soon as you finish work, take care of and maintain the cleanliness of your workplace at the highest level;

+ Care: Always maintain a gentle attitude, be open-minded, "listen" and receive sincere and thoughtful guidance from individuals, organizations and colleagues.

+ Readiness: Always have a good awareness of “4S”, form habits and constantly improve those habits.

If the professional civil servants working at the Department of Natural Resources and Environment implement the "5S" working method, it will enhance the autonomy of each professional civil servant working at this department, enhance the image of the public authority in handling administrative procedures for citizens, save time, travel costs, and search for documents and items of civil servants, "5S" makes the workplace of civil servants at the one-stop department more comfortable, bringing higher efficiency to the work of handling administrative procedures, creating a difference compared to the previous multi-door working mechanism.

Fourth, it is necessary to continue promoting the application of information technology in the operations of state administrative agencies at the grassroots level; transferring and receiving information online; immediately sending documents, meeting invitations, weekly, monthly, quarterly, annual reports and some regular administrative documents via the Eoffice system; receiving comments and suggestions from people via the province's electronic information portal.

+ Continue to direct the People's Committees at the commune level to review, compile statistics, and re-evaluate the quality of equipment for information technology activities (computers, printers, fax machines, etc.), application software that has been equipped for the facility, and the ability of officers and civil servants to use it when handling work.

+ Continue to improve the internal network (LAN) system in wards, communes and towns; build a wide area network to connect information systems between units; between communes and districts, cities, provinces and specialized departments and offices.

+ Develop regulations on the application of information technology in the implementation of administrative procedures under the one-stop mechanism at the People's Committees at the commune level. It is necessary to increase the work processing activities on computers of civil servants, especially for leaders. Organize network administration training for civil servants to perform IT & TKQ work; innovate the program and training methods, guide the team of civil servants in the process of using IT (in addition to the basic IT program content, civil servants in a specialized field only have to study in depth the application software of that job to apply to the work to achieve results, thus it will be suitable for the ability and level of civil servants, limit the loss of time, study costs, improve the ability to apply in practice.

+ The Government needs to summarize and evaluate the application of IT software at the People's Committees at the commune level, determine which software is suitable and effective in solving work for the People's Committees at the commune level, to build a common application software for the whole country to meet the content and requirements of CCTTHC, avoiding the current situation where each administrative unit builds and designs its own software, which is both costly and unsynchronized.

Fifth , strengthen inspection, supervision and monitoring of the implementation of the one-stop and inter-connected one-stop mechanisms.

To effectively implement this solution, it is necessary to first clearly define the acts that commune-level civil servants are not allowed to do; have sanctions for acts that violate public ethics; and improve the transparency of standards when implementing administrative procedures.

Some proposed inspection and control measures are as follows:

+ The Party Committee of the People's Committee at the commune level must direct the People's Committee, the Fatherland Front and socio-political organizations to coordinate in carrying out surprise inspections and checks.

The implementation process of the one-stop mechanism, especially the activities of the Department of Natural Resources and Environment of the People's Committee at the commune level of the province, will create a deeper understanding and assessment for the leaders of the entire political system at the commune level on the implementation process of the one-stop mechanism at the current commune level.

+ Strengthen the supervisory role of the Fatherland Front at the commune level in implementing the one-stop mechanism through conducting a survey of organizations and individuals coming to perform administrative procedures at the Department of Natural Resources and Environment as well as assessments by civil servants working at the one-stop department and civil servants of the People's Committee at the commune level.

+ Collecting feedback from the service recipients (individuals and organizations directly involved in the activities of the Department of Natural Resources and Environment) by means of questionnaire surveys and interviews are methods that provide relatively objective results. Thereby, helping to provide appropriate adjustment solutions for the implementation process of the mechanism as well as the process and model of implementing the mechanism, assigning and arranging professional staff appropriately, investing in facilities and equipment, and applying information technology software suitable for natural resources and environment at the People's Committee at the commune level.

For inspection and testing to be meaningful, it is necessary to:

+ Have appropriate rewards, both material and spiritual, to encourage employees to be dedicated and responsible for their work.

+ Take strict measures to handle violations of public ethics, depending on the level of violation, apply appropriate sanctions, especially for civil servants and public employees at the People's Committee at the commune level who have violated regulations on implementing the procedures of the one-stop mechanism, causing difficulties and troubles for the people.

Accordingly, in wards and communes, there must be enough suggestion boxes, next to which there must be a notice board with the landline and mobile phone numbers of the Chairman of the People's Committee, the district People's Committee, and the Chairman of the People's Committee at the commune level. Whenever people come to the ward or commune to contact or sign documents, and on time but do not see a specialized officer, they should call to report. After receiving the phone call from the people, the Chairman of the District People's Committee, the Chairman of the People's Committee at the commune level

The commune will call specialized civil servants of the ward or commune to resolve work for citizens and organizations.

Sixth, strengthen the supervision of the People's Council and the people over the implementation of the one-stop mechanism at the People's Committee at the commune level.

To promote the people's supervisory role, our state has issued many legal documents as a basis for people to exercise their supervisory rights such as: Law on Organization of Local Government, Law on Complaints and Denunciations. To promote the people's supervisory role, the following solutions need to be implemented:

- Strengthen social supervision of the implementation of the one-stop mechanism. The Legal Department of the People's Council needs to periodically organize a Supervision Team on administrative reform, implementation of the one-stop mechanism at the People's Committee at the commune level and make recommendations to the People's Committee at the commune level to strengthen inspection and supervision to improve the spirit and responsibility of cadres at the Department of Natural Resources and Environment of the commune, ward and town.

- The transaction counter of the Department of Natural Resources and Environment should be installed with white glass, the computer screen should be turned outward so that all citizens and organizations can monitor whether civil servants are working or not, this helps to improve people's participation in monitoring the performance of civil servants' duties.

- It is necessary to install cameras to check and monitor the service attitude of civil servants whenever people have problems to resolve at the One-Stop-Shop Department. This will avoid the situation where due to lack of inspection equipment, leaders of the People's Committee at the commune level find it difficult to "catch red-handed" any cadres with bad habits and harassing people. These cameras are connected directly to the office of the Chairman of the People's Committee of the ward, commune, or town. Here, leaders can work and know clearly which departments do not have civil servants working on time; when there are many people coming, they need to mobilize more cadres to quickly resolve the problem for the people. If equipped like this, it will create favorable conditions for leaders to have a basis to apply the correct reward and punishment regime and

as a basis for evaluating and classifying civil servants at the end of the year objectively, avoiding sentimentality as before.

- Set up a hotline at the People's Committee at the commune level so that people can promptly reflect and contribute opinions to state administrative agencies on the implementation of administrative procedure reform mechanisms, on the qualifications, capacity, and service attitude of commune-level civil servants in general and civil servants receiving and returning documents in particular.

- Periodically organize quarterly meetings or organize direct dialogue forums between leaders of the People's Committee at the commune level and organizations and people to receive opinions and contributions from organizations and people on the implementation of the one-stop mechanism, on the ethics of civil servants and recommendations for further improvement of the one-stop mechanism in the coming time.

3.4. Recommendations to the People's Committee of Quang Ngai province on implementing the one-stop mechanism at the People's Committee at the commune level

To continue to improve the quality of implementing the one-stop mechanism at the commune-level People's Committees of Quang Ngai province in the coming time, the author would like to recommend to the Quang Ngai Provincial People's Committee some specific solutions as follows:

Firstly, the People's Committee of Quang Ngai province has issued a list of administrative procedures commonly applied at the commune level according to Decision No. 383/QD-UBND dated March 24, 2015 of the Chairman of the People's Committee of Quang Ngai province on promulgating the list of administrative procedures under the authority of the People's Committee at the commune level: The list of administrative procedures includes 215 procedures, but has only stopped at public posting, has not been widely applied and some localities have not yet applied it. Therefore, the Provincial People's Committee needs to soon have a plan to implement this set of administrative procedures, ensuring consistency when implementing administrative procedures at the commune level within the province. The implementation of this unified set of administrative procedures will create consistency and smoothness when implementing the one-stop mechanism at the People's Committee at the commune level throughout Quang Ngai province, which contributes significantly to bringing convenience to people when implementing administrative procedures at the People's Committee at the commune level. At the same time, review and eliminate expired procedures, add to the set of administrative procedures at the commune level the following procedures:

New procedure issued.

Second , the People's Committee of Quang Ngai province needs to continue to develop the content and form of recruiting civil servants to work in commune-level state agencies: Continue to conduct recruitment (without examination) for regular university graduates with good and excellent grades in professions suitable to the requirements of the province; have appropriate policies in training, fostering human resources, attracting talents and encouraging university graduates to work in communes, wards and towns.

Third, there is a reasonable policy of treatment for commune-level officials and civil servants of Quang Ngai province.

In order for civil servants and public employees in wards and communes of Quang Ngai province in general and civil servants in the TN & TKQ department in particular to feel secure in their work, to fully develop their abilities and working capacity, to be attached to the organization, and to work long-term in the commune-level civil service system, the People's Committees at all levels in Quang Ngai province need to have preferential policies on material and spiritual matters for civil servants working in the TN & TKQ department under permitted conditions such as: stipulating an allowance regime for this force of about 25-30% of salary. When arranging leadership and management positions, priority should be given to civil servants who have worked in the TN & TKQ department, ensuring that civil servants and public employees at the commune level in general and civil servants working in the TN & TKQ department in particular have a worthy position in society and create a sense of security and pride when performing work in the TN & TKQ department of the commune level.

At the same time, the People's Committee of Quang Ngai province needs to propose to the People's Council of Quang Ngai province to increase the budget for administrative procedure reform, allocate a part of the budget for rewards and create conditions for leaders of the People's Committees at the commune level, civil servants of the Department of Natural Resources and Environment, and specialized civil servants at the commune level to have the opportunity to study and visit domestically and internationally about the mechanisms for implementing administrative procedures.

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